Partnering Services is much more than organising your Core Groups and Contract meetings; and your Partnering Facilitator should help you to create a culture needed to make your contracts work for all parties. In our experience, the deployment of an experienced Facilitator is essential in making your partnerships work effectively. The provision of independent advice and support will help to create the environment you need to stimulate innovation and improvement in your contractual relationships
PML Involvement
PML will work alongside you and your partners to identify and deliver your mutual objectives, set long term goals and targets, develop services to meet customer expectation and deliver positive outcomes to your business, such as ‘demonstrable’ savings, performance improvement, value for money efficiency, inward investment and corporate social responsibility outcomes. We will also assist you to gain accreditations and awards
Specific requirements and areas of key focus will be addressed through the initial consultation
Being customer-centric means creating a positive consumer experience at the point of sale and beyond. An inwardly focused approach to your business can lead to a misalignment with your customers, and open up the risk of competitors with a greater customer focus to win opportunities over you. But shaping your business by your customers driving it will lead to innovation, efficiency and growth/profitability, as well as enabling you to differentiate yourself from your competitors
PML Involvement
At PML we promote a Customer Centric Model that allows you to use the views of your customer to inform the development of your business objectives or action plans. We will begin by conducting interviews which will allow us to discover the driving issues behind your current customer experience. This would involve conducting a series of telephone or electronic survey interviews with a cross-section of existing customers, staff members and supply chain members. Consolidating the findings and combining it with relevant research will provide an initial 360 degree review which will allow us to ascertain which programme model will be best suited to the development of your business. From this we will design a draft concept of your bespoke Customer Centric Model for your approval, which will aim to enhance your customers’ experience, promote profit and build customer loyalty
Specific requirements and areas of key focus will be addressed through the initial consultation
360 Degree Review is a process that is commonly utilised by organisations to obtain information from a variety of workplace sources on an employee’s work-related behavior and/or performance. What do your peers, suppliers or customers think of the service that you provide? How do they perceive you and the outcomes that you achieve? A 360 Degree Review is intended to answer these questions by undertaking a range of research to “hold up a mirror” to your organisation in order to let you see how various parties perceive you and what you do; a full 360 view
PML Involvement
Research methods might typically include customer interviews, customer surveys, voice of the customer videos, staff surveys, staff interviews, mystery shopping, customer persona profiling, “walk through” audits and customer forums. PML will collate and listen to this feedback, analyse and present the feedback so that actions can be developed for continuous assessment and progression
Specific requirements and areas of key focus will be addressed through the initial consultation
Customer Journey Mapping describes the service being delivered stage by stage and identifies all of the customer touch points, where a customer interacts with service providers. Critically, they identify customer behavioural responses to your service at each service stage
PML Involvement
Customer Journey Mapping means that we map the whole process from inception to grave. We research to ensure that we understand the current customer experience at each touch point, and this will enable services to be re-designed that will evoke desired customer behaviours at each stage of the journey. PML will assist you to deploy these new solutions and review over time. The compilation of these changes, once tested through a series of prototypes, creates the desired customer journey. Our typical Customer Journey Map will show what happens pre-service, during service delivery and post service delivery. This allows PML to guide your business in the right direction for growth and progression
Specific requirements and areas of key focus will be addressed through the initial consultation
This process enables service providers to trial changes to existing services or brand new services, following advise and support from PML. A Service Prototype is a tool used to test a particular service type, which may be tested in similar conditions/environments, with trial models, role play, interaction with the user and simulations before being tested with “real customers”
PML Involvement
As part of our Design and Delivery services, Service Prototyping is an essential part of the service design process which can be repeated at any time during the life of a service in order to test innovation or service improvements. PML will support your business transformation, and we will trial these changes through a series of “controlled pilot” projects which are evaluated, amended and re-prototyped until the optimum service delivery is achieved
Specific requirements and areas of key focus will be addressed through the initial consultation
Service Blueprinting records how the service is delivered in accordance with the journey map, and service ecosystem, manages service operations and service design, and can identify problems any with operational efficiency. It provides a clear route map to consistent service experience delivery. They will also convey what happens at each service stage and provide the starting point for future service evaluation and improvement
PML Involvement
Early review of new service processes is essential to ensure that they are delivering the desired outcomes. PML will provide staff coaching, carry out walk through audits or mystery shopping, which are often used to identify any blockages and create solutions. Making service changes requires delivery staff with the right skills and behaviours, easy to access and designed processes and a service environment and infrastructure to support the delivery. PML’s input will enable you to follow a clear process
Specific requirements and areas of key focus will be addressed through the initial consultation
Customer Service is fast becoming even more of a differentiator for consumers and businesses in an ever-competitive market, who are focusing on spend, costs and in satisfying and retaining customers. Quality of service is essential and PML will show you the way forward in order to stand out, exceed customer expectation and generate new business
PML Involvement
PML will combine customer service mindset training with management learning in order to improve the personal effectiveness of all levels of service delivery and deliver to you tangible business benefits. We will ensure that all parties recognise the key elements of customer service; the professional qualities necessary, knowing who your customer is and the correct approach to providing customer interaction. We have a range of training models available to develop a bespoke training package for your business
Specific requirements and areas of key focus will be addressed through the initial consultation
